Senior Application Support Analyst
Key Responsibilities
Tier 2 Application Support
Receive and review tickets escalated from Tier 1 Support within the assigned scope of responsibility.
Understand user issues and requirements by reviewing workflow, application, and related information.
Analyze and resolve application issues within the assigned scope and authorized access.
Perform data updates or system configuration changes in accordance with established procedures and guidelines.
Verify the results of issue resolution before closing the ticket.
Record issue details, troubleshooting steps, solutions, and outcomes in the ticketing system.
Handle and monitor tickets to ensure compliance with SLA requirements.
User Communication & Coordination
Communicate directly with users to gather additional information, understand issues, and provide troubleshooting guidance or progress updates.
Explain solutions and system usage guidelines to users in a clear and appropriate manner.
Coordinate with Internal IT Teams, Developers, or Vendors when additional support is required.
Follow up with relevant stakeholders until the issue is resolved and the ticket can be closed.
Communicate the status and resolution results to users and relevant stakeholders appropriately.
Ticket Reporting & Recurring Issues
Prepare periodic service performance reports, such as:
Ticket Volume
SLA Performance
Resolution Status
Recurring Issues
Collect and analyze recurring issues or issues generating a high volume of tickets.
Escalate information and details of production issues to the Improvement Team for further analysis and long-term resolution.
FAQ & Knowledge Management
Maintain and improve FAQs, Troubleshooting Guides, and Support Instructions based on actual incidents and issues.
Collect and document solutions for frequently occurring issues for future reference and reuse.
Identify the information and troubleshooting steps that Tier 1 should check and prepare before escalating tickets to Tier 2.
Coordinate with Tier 1 to ensure proper understanding of updated FAQs and Support Instructions.
Support improvements to the ticket escalation process between Tier 1 and Tier 2 to increase efficiency.
Other Application Support
Support issue resolution for other applications under the team’s responsibility as assigned.
Learn and keep up to date with new Business Applications and Technologies relevant to the role.
Support other Application Support and Service Management activities as assigned.
Qualifications
Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Business Administration, or other related fields.
At least 2 years of working experience. Direct experience in Application Support is not required.
Experience in Application Support, IT Support, Helpdesk, System Support, Business Operations, or working with ticketing systems will be an advantage.
Strong interest and ability to learn new technologies and business applications.
Proficiency in Microsoft Office, particularly Excel, at a basic to good level.
Experience with Ticketing Systems or IT Service Management Systems will be an advantage.